ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Setting Up a Call Center
J-18Issue  4 September 1995 
Figure J-7. EAS Worksheet #3: Customer needs Worksheet
EAS Worksheet #3
Customer Needs Worksheet Generic 3
Customer/Call Center Needs Split Name Split Number UCD/EADClass of
Restriction
When defining your skills, be aware of how you can combine skills for backup purposes. 

Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-19
Figure J-8. EAS Worksheet #4: Individual Agent Skill Worksheet 
Generic 3
EAS Worksheet #4
Individual Agent Skill Worksheet Generic 3
Agent
NameClass of
RestrictionLogin
IDDirect
Agent?Login Coverage
Point 1
Point 2
Point 3Login Coverage
Point 1
Point 2
Point 3 

Setting Up a Call Center
J-20Issue  4 September 1995 
Figure J-9. EAS Worksheet #5: Agent Skills Worksheet 
Generic 3
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EAS Worksheet #5
Agent Skills Worksheet Generic 3
Agent name Login IDFirst*
Skill
(P/S)Second
Skill
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Skill
(P/S)Fourth
Skill
(P/S)Class
of
Restriction
* Direct agent calls go to this skill first. 

Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-21
Figure J-10. EAS Worksheet #6: Skill Preferences Worksheet
EAS Worksheet #6
VDN Skill Preferences Worksheet
VDNClass of
RestrictionVDN NameSkill Preferences
1st Skill
Number2nd Skill
Number3rd Skill
NumberVector 

Setting Up a Call Center
J-22Issue  4 September 1995 
Figure J-11. EAS Worksheet #7: Vector Design Worksheet
Assigned VDNsAssigned Trunk Groups
DescriptionNameVector #
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EAS Worksheet #7
Vector Design Worksheet 

Issue  4 September 1995K-1 
K
Converting a Call Center to EAS
Introduction
The procedures in this appendix provide guidelines for u pgrading a call center 
from a  non-EAS ACD environment to an EAS ACD environment. The primary 
activities involved in this conversion are:
nStep 1: Pre-EAS Cutover Ad ministration for the G3V2 (or later) Switc h
nStep 2: Pre-EAS Cutover Administration for CMS
nStep 3: Pre-EAS Cutover Administration for AUDIX
nStep 4: Pre-EAS Cutover Ad ministration for Messaging Server...

Converting a Call Center to EAS
K-2Issue  4 September 1995 
Once these decisions are made, the pre-EAS cutover administration activities 
can be starte d in preparation for the conversion of the call center to EAS.
NOTE:
Even though EAS administration changes are b eing made, non-EAS ACD 
call handling and agent operations are unaffected. When the cutover to 
EAS is completed, all  non-EAS ACD call handling and agent operations will 
cease.
Step 1: Pre-EAS Cutover
Administration for the G3V2 (or later)...

Step 1: Pre-EAS Cutover Ad ministration for the G3V2 (or 
later) Switc h
Issue  4 Septemb er 1995
K-3
NOTE:
Entering a y in the Skills? field  automatically causes the ACD? and 
Vector fields to be set to y. With EAS optioned, it is not possible to 
a dminister members for a skill hunt group.
7. If coverage paths are to be a dministered for EAS agents, using the 
Coverage Path a dministration form, set up the coverage paths to be 
assigned to EAS agent loginIDs.
NOTE:
There is a d ifference between c...

Converting a Call Center to EAS
K-4Issue  4 September 1995 
— A personal call is made to an EAS agent and the a gent’s 
station has no idle call appearances.
nTo provide coverage for calls to an EAS loginID when the agent is 
logg e d in b ut d oes not answer after a c ertain number of ring cycles, 
set the Don’t Answer? coverage criteria to  y, and enter a numb er 
for the desired ring time-out in the Number of Rings field.
nTo provide immediate coverage for calls to an EAS loginID  whether 
the agent...

Step 1: Pre-EAS Cutover Ad ministration for the G3V2 (or 
later) Switc h
Issue  4 Septemb er 1995
K-5
10. Using the COR administration form, set the Direct Agent Calling field to y 
for any COR to be assigned to a trunk or station user who may initiate a 
Direct Agent call to an EAS agent, or to be assigned to an EAS loginID that 
may receive Direct Agent calls.
11. If EAS  agent loginID passwords are to  be  administered, using the Feature-
Related System Parameters form, set the Minimum Agent-LoginID...